Complaints and Returns
Your satisfaction is our top priority. See how to easily and quickly make a return or claim.
Product Return (Withdrawal)
According to Dutch consumer law, as a private customer (B2C) you have the right to return purchased products within 14 days without stating a reason.
Send an email to hello@esteeshop.nl with the order number.
Ensure that the products are in pristine condition and have their original seals.
Return the goods to the following address: Zalkerbos 145, 2716KG Zoetermeer. The cost of return postage is covered by the buyer.
Complaints (Defective Goods)
If the received product is damaged or not as described, you have the right to make a complaint.
Returns policy:
- Visible defects (e.g. damaged packaging, missing goods) must be reported within 7 days since receiving the parcel.
- In the case of hidden defects (e.g., faulty tweezers), the complaint will be processed within 14 days.
- If a complaint is upheld, we will cover the shipping costs for a replacement or issue a full refund.
Complaints should be directed to: hello@esteeshop.nl
Important: Hygiene and Health Protection
In accordance with Dutch civil law (*Burgerlijk Wetboek*), the right of withdrawal does not apply to products supplied in sealed packaging that are unfit for return for reasons of hygiene after their seal has been broken.
This means we do not accept returns:
- Open lash trays.
- Unscrewed glues, cleaners, removers and other liquids.
- Products with a broken security seal.
Information for B2B Clients (Lash Salons): Business clients are not entitled to return goods without stating a reason (no 14-day cooling-off period). B2B claims are handled on an individual basis.
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